5737-I26 IBM Watson Speech to Text: Customer Care on IBM Cloud Private 1.1

IBM Canada Sales Manual
Revised: July 14, 2020


Table of contents
Product life cycle datesProduct life cycle datesDescriptionDescription
Program numberProgram numberOperating environmentOperating environment
AbstractAbstractPlanning informationPlanning information
HighlightsHighlightsPublicationsPublications


Product life cycle dates

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Program Number VRM Announced Available Marketing Withdrawn Service Discontinued
5737-I26 01.01.00 2019-01-08 2019-01-18 2020-10-14 2021-09-30
5737-I26 01.00.00 2018-08-28 2018-09-21 2019-03-08 2020-01-08


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Program number

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  • IBM Watson Speech to Text: Customer Care on IBM Cloud Private 1.1 (5737-I26)


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Abstract

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IBM Watson Speech to Text: Customer Care on IBM Cloud Private 1.1.0

Watson Speech to Text: Customer Care for IBM Cloud Private provides powerful speech recognition capabilities that include transcription analytics in speaker sentiment and tone, topic modeling and keyword relevance. The addition of analytic capabilities to Watson Speech to Text: Customer Care further empowers enterprises, starting with those in the customer care domain who manage call centres, to more readily extract insights from their call centre calls for quicker actioning. For example, by delivering such insights with your speech transcriptions, you can quickly identify top critical client concerns or agent performance issues, instead of manually reviewing the data or waiting for analysis to come back from a separate analytic process. With Watson Speech to Text: Customer Care for IBM Cloud Private, you can take advantage of these capabilities and enhancements while remaining within your established security measures and data controls.



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Highlights

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IBM Watson Speech to Text: Customer Care on IBM Cloud Private 1.1.0

  • Uses advanced deep learning algorithms to deliver speech transcription, with analytics in tone, sentiment, keywords, and topic modeling at the speaker level for the customer care domain.
  • Includes the following expanded set of base language models in support of both broadband and narrowband audio: U.S. English, Japanese, Korean, Spanish, French.
  • Includes a distinct U.S. English narrowband base language model specialized in recognizing short conversational utterances, including digits and spellings, that are typical in call centre applications.
  • Enables organizations to further customize all supported base language models for user-specific vocabulary and acoustic environments, including grammars capability for short-form user response
  • Reports acoustically similar alternative words, transcription confidence levels, and timestamps for each word in the transcription, with PCI redaction capabilities for added security
  • Meets the security requirements of enterprises on IBM Cloud Private, now extended to leverage IBM data and analytics platform on IBM Cloud Private for Data

IBM Watson Speech to Text: Customer Care on IBM Cloud Private 1.0.0

  • Uses advanced deep learning algorithms to deliver speech transcription for the customer care community
  • Lets organizations further customize speech models for user- specific text and user-specific acoustic environments
  • Reports alternative words, transcription confidence levels, and timestamps for each of the words in the transcription
  • Is deployed on IBM Cloud Private in an effort to meet the security requirements of enterprises


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Description

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Watson Speech to Text: Customer Care on IBM Cloud Private enables customer care team leaders to efficiently parse through thousands of call centre calls, and effectively analyze and efficiently gain business insights to strengthen their company's call centre experience.

Watson Speech to Text: Customer Care on IBM Cloud Private capabilities:

  • Keyword spotting identifies spoken phrases from the audio that matches specified keyword strings with a user-defined level of confidence. This is useful for when individual words of the input are more important than the full transcription.
  • Word timestamps reports timestamps for the start and end of each word.
  • Speaker labels identify which individual spoke which words in a multiple participant exchange.
  • Smart formatting converts dates, times, series of digits and numbers, phone numbers, currency values, and internet addresses into more conventional representations in the final transcript.
  • Language customization expands and tailors the vocabulary of the speech model to include the user's domain-specific terminology.
  • Acoustic customization adapts the speech model to your environment (noise, mic quality) and speakers (speech patterns, accents).

Not applicable.

Accessibility by people with disabilities

A US Section 508 Accessibility Compliance Report containing details on accessibility compliance can be found on the Product accessibility information website.



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Operating environment

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Hardware requirements

The table below shows the hardware requirements for each service component. Numbers are based on a single Kubernetes pod, which is the minimum unit of deployment for each component.

Service Component CPU Cores Memory (GB) Number of Concurrent Connections
----------------- --------- ----------- --------------------------------
stt-runtime       8         22          8-13
stt-lm-patcher    8         22          8-13
stt-am-patcher    8         22          8-13
stt-customization 2         4           50 or more
stt-async         2         4           50 or more

Software requirements

All service containers run on Linux Ubuntu x86_64.



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Planning information

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Customer responsibilities

Not applicable



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Publications

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For technical documentation for IBM Watson Speech to Text, for IBM Cloud Private see the IBM Cloud developer site.



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Trademarks

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(R), (TM), * Trade-mark or registered trade-mark of International Business Machines Corporation.

** Company, product, or service name may be a trade-mark or service mark of others.

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